Customer Service Management

Walter L. Edwards

**** **** **** ***** #*** • Arlington, Texas 76006 • ******.*********@********.*** • 214-***-****

Summary

Highly skilled professional with over 10 years of knowledge and experience in the Financial, Research Customer Service, Office support and administrative support arena, looking to utilize acquired service and analytical skills.

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Technical Skills

Software Experience:

Windows 3.x/95/98/NT, Netscape 4.x-6.x, Internet Explorer 4.x/5.x, Remedy Action Request, Lender Live

System, MS Office 97/2000/XP (MS Word, MS Excel, MS Outlook, AS400, Lotus Notes 6), Lexis Nexis, Ivault. RMV Database (Reconciled Market Value), Site X Data Retrieval System, Fortracs, MSP,MSP-EMC Collections Workbench, Share Point, Agent Desktop, DRI, Fastrieve.

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Experience

Senior Operations Specialist-Process Control

2010- Present Chase Home Finance Arlington, Texas

• Work exception reports listing loans that have errors and require research or escalation.

• Capture errors from other lines of business and make suggestions to repair broken processes.

• Complete other projects and duties as assigned.

• Data mining/integrity process adherence and procedure continuity.

• Assist in the creation of reports.

Senior Operations Specialist -Rmv Group

2007-2010 Chase Home Finance Lewisville, Texas

• Retrieves the origination appraisal and multiple BPO’s from Chase vendor websites.

• Handles confidential information and communicates face to face and orally to internal and external customers. Research Chase vendor websites and Internet for additional information needed to compile an Appraisal Review Package.

• Updates reconciled market value system as required. Assist in training new employees or other related duties and special projects.

Walter L. Edwards Page 2

Customer Service Tax Set up Auditor II

2004 - 2006 Countrywide Home Loans Plano, Texas

• Receives, responds to and processes customer telephone inquiries on real estate loans.

• Identifies customer issues and offers timely solutions.

• Conducted training for employees as needed per management.

• Handles 75+ calls on average per day.

• Sets follow-ups ( as needed) to resolve issues, including escalating ongoing to the Team Leader,

• While maintaining a timeline and auto log call.

• Validates tax lien information through data retrieval systems, phone calls and or fieldwork.

• Ensures accurate /timely procurement of tax bills/amounts, verifies parcel number.

• Coordinates account issues with taxing authority via phone or correspondence to verify correct

Parcel ID information for purpose of audit.

Customer Account Representative

2002-2003 Arch Wireless Irving, Texas

• Account representative and technical sales associate to Fortune 500 companies nationwide.

• Assisted with the daily direct supervision of eight employees as a team leader.

• Conducted training for employees as needed per management.

• Diagnose and troubleshoot customer equipment problems and service issues.

• Handled all inbound and outbound account inquiries, billing/shipping issues, also handled and

Resolve irate customer disputes and complaints.

• Assist senior management with setting priorities for strategies in planning, reporting

• Deteriorating trends from both upper and lower level management.

Account Representative/Auditor

2000-2002 Howard Schultz & Associates Intl. Dallas, Texas

• Direct auditor for delinquent invoices and over charges account.

• Advised clients on the processes and procedures for accurate claim and filing.

• Authorize and analyze credit portfolios for customers nationwide.

• Interface with Collection Managers and Team Leaders.

• Troubleshoot computers when needed.

Education

1992 – 1995 Business and Management Center Magnet High School Dallas, Texas

• Diploma

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